Terry Hervey
TRAVIS CREDIT UNION
Las Vegas
20
years of professional experience
Member service and account management professional with extensive experience in financial services, member relations, customer retention, and account support. Skilled in resolving complex inquiries, de-escalating challenging situations, strengthening member relationships, and delivering solutions that promote satisfaction and loyalty. Experienced in credit union member services, account management, payment arrangements, fraud prevention, and regulatory compliance. Demonstrated success exceeding performance goals and achieving strong customer satisfaction results. Brings a collaborative, service-oriented approach to supporting colleagues, resolving member concerns, and maintaining high service standards.
Work History
MEMBER SERVICE REPRESENTATIVE
1 Year- Delivered professional, member-focused service by resolving account inquiries and service issues through active listening and effective problem-solving.
- Built positive member relationships by identifying individual needs and providing appropriate, personalized solutions.
- Supported account servicing and member management processes to promote member satisfaction, trust, and retention.
- Handled complex transactions while following applicable procedures and regulatory requirements.
- Maintained attention to detail and clear communication to support a consistent, positive member experience.
ACCOUNT MANAGER
5 Years 9 Months- Managed a portfolio of customer accounts, providing ongoing guidance, responsive support, and timely issue resolution.
- Strengthened client relationships through proactive communication, follow-up, and consultative problem-solving.
- Resolved complex customer concerns while maintaining professionalism and positive business relationships.
- Supported account management processes and service standards to promote customer satisfaction and retention.
- Maintained accurate customer interaction records in the CRM system to support account continuity and follow-up.
MEMBER SERVICE REPRESENTATIVE
2 Years 9 Months- Supported TDIC and TDIC-IS customers by addressing coverage inquiries, service requests, and account-related concerns.
- Responded to complex and escalated inquiries from policyholders, clients, and internal staff by phone and email.
- Helped customers navigate coverage-related questions through clear communication, careful review, and appropriate follow-up.
- Maintained a professional, customer-focused approach while working to preserve client satisfaction and positive relationships.
RETENTION SPECIALIST
3 Years 7 Months- Conducted outbound calls to borrowers with past-due accounts and followed up to support successful completion of loan rehabilitation programs.
- Negotiated payment arrangements, processed payments, and maintained accurate billing activity.
- Followed applicable federal regulatory guidelines while handling borrower accounts and payment information.
- Exceeded performance goals, achieving results 45% above the company average.
- Achieved a 99% positive customer survey result through effective communication, customer service, and problem resolution.
RETENTION REPRESENTATIVE
5 Years 6 Months- Assisted customers by phone and email, addressing service concerns and resolving issues to support customer satisfaction and retention.
- Used active listening and rapport-building techniques to identify root causes and develop appropriate solutions.
- De-escalated difficult interactions and focused on first-call resolution to improve the customer experience.
- Monitored daily and monthly performance metrics and worked to meet or exceed established targets.
- Took ownership of customer concerns and worked to preserve customer relationships and business loyalty.
Education
HIGH SCHOOL DIPLOMA
Skills
Member Services and Relationship Management
Member Experience and Satisfaction
Customer Retention and Loyalty
Service Recovery and Escalation Management
Conflict Resolution and De-escalation
Account Management and Client Support
Informal Leadership and Peer Support
Complex Inquiry Resolution
Fraud Prevention and Detection
Financial Services and Account Servicing
Payment Arrangements and Collections
Regulatory Compliance
CRM Documentation and Recordkeeping
Performance Metrics and Goal Achievement
Cross-Functional Communication
Process Improvement and Attention to Detail
Timeline
MEMBER SERVICE REPRESENTATIVE
TRAVIS CREDIT UNION
04.2025 - 04.2026Read More
ACCOUNT MANAGER
PARTSSSOURCE
07.2019 - 04.2025Read More
MEMBER SERVICE REPRESENTATIVE
RANDSTAD, CALIFORNIA DENTAL ASSOCIATION
03.2016 - 12.2018Read More
RETENTION SPECIALIST
EDUCATION CREDIT MANAGEMENT CORP
05.2012 - 12.2015Read More
RETENTION REPRESENTATIVE
SPRINT
10.2006 - 04.2012Read More
Sheldon High School
HIGH SCHOOL DIPLOMA
Read More